Note: The job is a remote job and is open to candidates in USA. Ruhrpumpen is a company that values innovation, dynamism, and creativity, and they are seeking a Customer Service Coordinator. This role is responsible for managing and coordinating all customer complaint cases, ensuring timely communication and customer satisfaction while collaborating with various internal business units.
Responsibilities
- Manage and coordinate all customer complaint cases from initiation through final resolution, ensuring timely and effective closure
- Serve as the primary point of contact for customers throughout the case lifecycle, maintaining clear communication and a high level of customer satisfaction
- Monitor and control warranty-related costs while supporting cost reduction initiatives and operational efficiency
- Track all case activities, follow up on action items, and ensure committed deadlines and service expectations are met
- Collaborate with cross-functional and international teams when the root cause or resolution involves operations outside of Brazil
- Escalate critical issues appropriately to ensure prompt resolution and minimize business impact
- Communicate recurring field issues and customer feedback to internal stakeholders to support continuous improvement and product/service quality enhancement
Skills
- Bachelor's degree in Engineering, Customer Service, or a related field
- English proficiency required (written and verbal)
- Previous experience in Customer Service, Warranty, Aftermarket, or Case Management roles
- Strong customer-oriented mindset with excellent communication and interpersonal skills
- Ability to manage multiple cases and priorities in a fast-paced environment
- Problem-solving and decision-making skills with strong attention to detail
- Proficiency in Microsoft Office Suite (Excel, Outlook, PowerPoint)
- Experience with ERP or CRM systems
- Knowledge of warranty processes, field service coordination, or industrial/manufacturing environments
Company Overview